The former flag carrier will release a new mobile app and modernise its digital systems to improve on-time performance as part of the plan. — Bloomberg
LONDON: British Airways Plc will spend £750mil on information technology improvements including an overhaul of its website as part of a £7bil push to transform the airline.
The former flag carrier, now owned by IAG SA, will also release a new mobile app and modernise its digital systems to improve on-time performance as part of the plan, the company said.
The £750mil will be spent over the next three years to improve resilience and business continuity.
Repeated technology failures have led to cancelled flights, while a sluggish online experience for customers and lacklustre on-time performance at London’s busy Heathrow airport have trailed rivals.
Parts of British Airways’ website are more than 20 years old, the company acknowledged at an event on Monday. Customers will begin to see improvements by the end of 2024, it said.
“It’s the most significant transformation in our history,” said chief executive officer Sean Doyle.
“A lot of investment, a lot of improvement.”
The spending is part of a broader effort to invest across the carrier’s operations to rebuild a reputation that’s been tarnished as it fought to compete with budget rivals such as EasyJet Plc.
The carrier also plans to invest in its fleet with new seats for short-haul flights and upgrade its lounges following a record year of profits for parent company IAG.
British Airways has been plagued by IT failures in recent years, with hundreds of flights cancelled from Heathrow last May as systems failed. A lengthy disruption in February 2022 saw flights disrupted for days while long-haul flights were hit by another failure in December.
About 80% of British Airways’ flights were on time in January, close to 2019 levels, it said. A year ago, that performance was closer to 60%, chief operating officer Rene de Groot said.
The carrier also plans to roll out new first-class training and a refresher for all its staff. — Bloomberg
